SafeKid - pl.khanacademy.org - blocked / unusable - how to unblock?

[SoroQ-PL]

Hi,

 

I use KSK for a couple of years for my kids, on smartphones and laptop. Couple of days ago my children needed to go to “pl.khanacademy.org” on laptop (win10) and make there a homework. Unfortunately the only thing they could do was to try to login. Website “pl.khanacademy.org” displays like always but after login ther should be something like “khan desktop” with info on it and homeworks to do. We can login but we can’t see anything - the website is loading and loading and loading and nothing happens.

On my computer without KSK the above website works good - after login I see khan-desktop.

I tried the following:

• whitelist “pl.khanacademy.org” on KSK
• whitelists websites found on “support khan aacdemy” - khanacademy.org, kastatic.org , kasandbox.org , ka-cs-scratchpad-audio.s3.amazonaws.com , youtube-nocookie.com
• use different web-browser (edge, firefox)
• use different laptop with KSK installed,
• disable (!) the KSK on both laptops
• tried to login on “english” version of khanacademy - after login it redirect me to pl site and problem occur again

Only after uninstall KSK the website work well. So, my question is - how to set up a KSK to work with that website?

Because uninstalling it is not an option for me.

[Flood and Flood's wife]

Hello @SoroQ-PL, 

Welcome!

We’ve tested pl.khanacademy.org → images 3,4,5, Windows 10, KSK 1.0.5.6390(f) → image 1, child profile based on a 10yr old → image 2, KSK report → image 6, we cannot replicate the issue, the child was able to access the site unimpeded, no “allow” exclusions to pl.khanacademy or any of the other sites you’ve mentioned, were required:

 

1. Confirm system requirements? 
2. Confirm if any other Kaspersky software is installed? 
3. Uninstall KSK, follow the documentation carefully.
4. Download & clean install KSK, follow the documentation carefully.
5. Configure KSK 
6. Recheck “pl.khanacademy.org website is loading and loading and loading and nothing happens” issue?
7. If the issue persists and if KSK is subscription/premium license, raise a case with Kaspersky Technical Support, fill in the template as in our image 7 above, however, select the Windows version your child uses, if it’s not the same as ours, in the problem description provide a detailed history, images & or video: if they help explain the problem & the URL/link to this Community topic: Support may request Logs & or other system data, they will guide you if necessary.

• After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in their MyKaspersky account.
• Please share the outcome with the Community when it’s available? 

Thank you🙏

Flood🐳+🐋

[SoroQ-PL]

Thanks for Your quick reply.

 

1. sys-req confirmed - CPU Pentium N5000, 4GB RAM, Windows 10 Home, .NET 4.8, Windows Installer v5.0, internet >50Mbps, local WiFi on laptop 144/72Mbps
2. 3. 4. done a few times. Last time before posting here. KSK version 1.0.5.6390(f) If there is just Kaspersky AV free - then it works great. When I install fresh KSK it just not working again.

5. restested many times - still not working
6. reported simultaneously with Kaspersky TechhSupport

Since logged here I also logged in khanacademy. And it’s still loading after loging, no desktop, no user info. No option to log off. I can only clear browser data if i want to try to login again. Even closing browser do not help - if i want to try again i have to clear browser data.

While trying to log on different computer, without KSK, it works good.

I attach printscreen of it.

 

[Flood and Flood's wife]

Hello @SoroQ-PL, 

You’re most welcome☺ !

• Thank you for updating us, the additional information & for logging a case with the Technical team👌

1. Which version of KAV free is installed please? 
2. Going back to your original post, you mention the issue began a couple of days ago, were there any changes, software, hardware, network, environmental, in the 24hrs preceding the issue beginning? If “yes”, what were they?
3. ▶ Edit, additional, have any browser extensions been added & or updated in the timeframe the issue began? 

• Please keep us posted if the Technical Team come up with a solution?

Thank you🙏

Flood🐳+🐋

[SoroQ-PL]

1. KAV Free ver 20.0.14.1085(k) (reinstalled today)
2. Couple of days ago :) because earlier children didn’t have to visit that site. About one week ago we visit that site for the first time (teacher ask us to do it).
3. no browser extensions were added last time. Only 1 extension is installed (since june 2020) and active - uBlock. But, first, it is disabled on khanacademy site and, second, it works when uBlock is on (and KSK is uninstalled). So it does not any difference if it is on or off.
   Beside - uBlock is only in Firefox, not in Edge. And in the Edge this error occurs every time with KSK installed, like in the Firefox.

If I get a solution for this I will post it here.

[Flood and Flood's wife]

Hello @SoroQ-PL, 

Thank you for the update👌

1. KAV Free is up to patch M
2. KAV Free is no longer available, meaning there is no KAV Free 21.1 or 21.2
3. KAV Free has been replaced by Kaspersky Security Cloud Free, which recently released version 21.2.16.590, and on the 16th of November 2020, patch 21.2.16.590(a) was released.

• Please advise, where the KAV Free 20.0.14.1085(k) (reinstalled today), installer was from? 
• Uninstall KAV Free, power off the device, using Shutdown, not Restart, power on, login, download & clean install Kaspersky Security Cloud Free, recheck the “pl.khanacademy.org website is loading and loading and loading and nothing happens” issue? 
• If the issue persists continue with Kaspersky Technical Support. 
• Please keep us posted if the Technical Team come up with a solution?

Thank you🙏

Flood🐳+🐋

[SoroQ-PL]

Hello again,

 

1 - Yes, it is now version (M) - 20.0.14.1085(m) - I written my post just after reinstalling it, so it may have been updated

3 - I have an online-installer dated on 07/2020 downloaded from “https://www.kaspersky.pl/do-pobrania/thank-you/kaspersky-free” Every time i run it, it download main install files so I assumed it downloads current versions. After installation it updates itself in an hour or so.

*Offtopic - I don’t like online installers (any, not only KSK/KAV), never know what it downloads and often it downloads adware/scamware

 

I can try to download fresh copy of online-installer and install it again.

Although, like I said before, it is not an Antivirus problem - when only KAV (without KSK) is installed it works well. When I install KSK it goes wrong.

Now (when posting) I uninstalled KAV completely and left Windows without any AV - once again khanacademy does not work well. So, IMHO - AV is not a problem here. Definitely KSK.

 

EDIT: (18:54)
I downloaded and installed Kaspersky Security Cloud Free version 21.2.16.590. After restart still have problems with khanacademy.

*Offtopic - online-installer downloaded and installed “Kaspersky VPN” without my permission. I sure disable it and uninstall, if possible. That is why I don’t like that kind of installers and always trying to avoid it.

[Flood and Flood's wife]

Hello @SoroQ-PL, 

Thank you for the information update👌

1. If the supported browser(s) are run in Incognito mode, does the  “pl.khanacademy.org website is loading and loading and loading and nothing happens” issue persist?
2. If a non supported browser: Opera, Vivaldi, Brave, is used,  does the “pl.khanacademy.org website is loading and loading and loading and nothing happens” issue persist?

• Yes, Kaspersky are aware that many of their customers are not happy their main AV also installs additional software without seeking consent, the issue has been addressed with their password manager, sadly not so with their Kaspersky Secure Connection-VPN, uninstall it, follow their documentation. 
• It’s good you’ve updated to 21.2, as, (ioo), their support team may have proposed v20 may have been a possible root cause. 
• Proceed with working on the issue with their support team & please keep us posted? 
• Edit: update, the link you provided downloads KAVF 21.2, (ioo) because there’s no KASPERSKY SECURITY CLOUD/Free for Poland, according to AVAILABILITY OF KASPERSKY SECURITY CLOUD, you may wish to confirm with Kaspersky support staff, although, the support agent we discussed the issue with was adamant KAVF stopped at v20.

Thank you🙏

Flood🐳+🐋